Job in Egypt: Senior Tech Support Engineer at Orange

Orange offers a job opportunity for the position of Senior Tech Support Engineer in Egypt. You will get the chance to join a global company and become more expert. This role include a lot of responsibilities mainly you will provide support through the service excellence process to IBO customers, including processing of customers calls/ inquiries, qualification and management, troubleshooting and resolution.

You will be responsible for:

• The management of both proactive and reactive incidents, ensuring a professional and consistent delivery of quality services to the customers.
• Provide a professional first point of contact for the customer.
• Accurately log all incidents/ inquiries in a timely and effective manner.
• Diagnose fault-related cases both proactive and reactive by effectively utilizing software diagnostics and other network/ products utility program wherever possible.
• Provide continual updates to the customer and use internal escalation process when necessary in order to meet contractual and performance objectives.
• Resolve by yourself most of the incidents on all Services.To own the incident management from creation to resolution.
• Document all troubleshooting and incident management actions via the ticketing systems.
• Ensure on time resolution, by escalating to the appropriated experts and management when necessary.

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You must have:

• B.Sc. Engineering, Telecommunications or Computer Science.
• (1 -2) years of experience in similar scope.
• Very good interpersonal and communication skills.
• Able to understand complex customer infrastructure and good understanding of Services proposed by Orange.
• Excellent customer skills are required.
• Problem solving skills.
• Ability to work under pressure and multitasking skills. 
• Fluent in English.
• CCNA certification is a plus.

About Orange:

Orange is a French multinational telecommunications corporation. It has 266 million customers worldwide and employs 89,000 people in France, and 59,000 elsewhere. It is the tenth-largest mobile network operator in the world and the fourth largest in Europe after Vodafone, Telefónica and VEON. In 2015, the group had a revenue of €40 billion. The company's head office is located in the 15th arrondissement of Paris. The current CEO is Stéphane Richard. The company is a component of the Euro Stoxx 50 stock market index.

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